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Anju Alexander 5Anju Alexander 5 

Email to case

Hi,

When a case is created through mail and the case is closed after selecting a solution, how do the customer get the solution?
Best Answer chosen by Anju Alexander 5
Grazitti TeamGrazitti Team
Customers need to be informed with the progress of the case via email notifications. Here is the whole process

1. Customer Creates a Case from email and gets an email notification from salesforce that case is succeesfully created for him.
        Case can contain any information you want your customer to view. Normally it is case number as a notification.
2. Then Support Engineer Changes the case status to worling from new which is notified to customer with the help of workflows
3. Next step is to post a public comment on the case which is again sent to customer and his response is awaited.(Implemented Via Workflow On Case Comment Object related to case).
3. Finally Customer has a comunication thread from where he can reply and this reply can be saved as case comment via trigger on Email Messages(Object related to case)
4. Support Engineer will close the case only after satisfaction confirmation from Customer recieved via email thread(attaached to case comment) . And hence customer will have the solution before the case is closed.

Please let me know if you have any doubt in above explained steps.

Thanks,
Grazitti Team.

All Answers

Nilesh Jagtap (NJ)Nilesh Jagtap (NJ)
HI ANju,

I have few questions here..
  1. How are you mapping case with contact when it come through email?
  2. Are you creating anonymous case using email to case?
  3. Do you have customer portal/communities enabled for you org?

Thanks,
N.J
Grazitti TeamGrazitti Team
Customers need to be informed with the progress of the case via email notifications. Here is the whole process

1. Customer Creates a Case from email and gets an email notification from salesforce that case is succeesfully created for him.
        Case can contain any information you want your customer to view. Normally it is case number as a notification.
2. Then Support Engineer Changes the case status to worling from new which is notified to customer with the help of workflows
3. Next step is to post a public comment on the case which is again sent to customer and his response is awaited.(Implemented Via Workflow On Case Comment Object related to case).
3. Finally Customer has a comunication thread from where he can reply and this reply can be saved as case comment via trigger on Email Messages(Object related to case)
4. Support Engineer will close the case only after satisfaction confirmation from Customer recieved via email thread(attaached to case comment) . And hence customer will have the solution before the case is closed.

Please let me know if you have any doubt in above explained steps.

Thanks,
Grazitti Team.
This was selected as the best answer
Anju Alexander 5Anju Alexander 5
Hi N.J,

I am creating Anonymous case using email to case
Nilesh Jagtap (NJ)Nilesh Jagtap (NJ)
In such cases you can write a trigger on Case object to send a email notification to the email_id who has raised a case.
When your case status changes to closed you can send email to the customer who has raised a case(assuming you are saving email id of user on case record who has sent an email to case request).

But make sure while converting annonymous emails to case as some users might flood request queue with spams making difficult for actual customers to create case through email to case feature. Also keep in mind that there is limit of 2500 request per day which will be converted to case.

Thanks.
Sonam_SFDCSonam_SFDC
Reading your question, it appears you are using the Solutions object to create a solutions repository...follow the solution in the following link to send solution to case contact when sending email form case:
https://success.salesforce.com/answers?id=90630000000gyu2AAA
Anju Alexander 5Anju Alexander 5
Hi N.J,

Thanks
Have a nice day.
Anju Alexander 5Anju Alexander 5
Hi Sonam_SFDC,

Thanks
Have a nice day.
Anju Alexander 5Anju Alexander 5
Hi Grazitti Team, Very very Thanks Have a nice day. Anju Alexander